There are a number of factors that significantly affect how well a customer service representative is able to identify and help customers. Training, knowledge, and skills are the objective standards and basics of customer service agents, but equally as important for the complete package is the attitude which can ultimately make or break the front lines of one’s business.
Everyone puts their best attitude forward when interviewing for a position, but during the training period and internship, we can use the opportunities to observe and evaluate each new customer service agent. Most of us have had some time in our “complaint” careers, met with that customer service representative who had the bad attitude and seemed to be annoyed, or acted as if he hated his job – not to mention treating the customer as stupid.
Here are some criteria to consider:
- Stay away from those customer service representatives who respond negatively to customer demands. Negativity is contagious.
- Stay away from those agents who are too willing to change established procedures while responding to unreasonable customer service complaints. Not only does that have the potential for costing a business huge losses, but it is indicative of an agent who just wants to get off the phone or out of a situation without mediating or solving the problem logically and fairly.
- Stay away from the customer service representative who makes too many exceptions, is inconsistent with company policy, practices, and procedures. This can become disruptive for other agents and confusing for newer representatives who are just learning and trying to follow.
- Stay away from the agent who doesn’t seek workable options to solve problems and blames others in the company. Companies need a united front and have to work front and back offices to become efficient.
- Stay away from the agent who has a hard time dealing with complaints and sides with the customer too much. Ineffective interactions will result in inconsistent policies among other customer service agents, and it is sure to create chaos.
Now if we want to identify the perfect candidate, and concentrate on the mutual respect, positive attitude and quiet confidence needed to be effective as a great agent, here are some qualities to consider:
- Companies like agents who want to serve customers.
- Companies like agents who believe in the company and their services.
- Companies like agents who treat every customer as important.
- Companies like agents who are able to express sensitivity and empathy towards others.
- Companies like agents who learn from experience.
- Companies like agents who are interested in their jobs and are willing to share their experiences with other employees.
- Companies like agents who react positively to feedback.
- Companies like agents who build their careers bases on self-improvement.
- Companies like agents who take pleasure in their success.
There is no doubt that everyone is going to have a bad day, but those customer service agents who excel in their careers possess the self-control to compartmentalize personal and business – thus bringing to the table a confident customer service agent ready to perform a very important task.
photo credit: alancleaver_2000
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